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Message: <blockquote data-quote="samila224" data-source="post: 7935689" data-attributes="member: 165800">While Facebook is expected to announce this week that it's <a href="http://www.computerworld.com/s/article/9179357/Facebook_eyes_major_milestone_500M_users" target="_blank">grabbed  its 500 millionth user</a> , a new study shows that not everyone is so  happy with the social networking site. <a href="http://www.computerworld.com/s/article/9157638/Facebook_Complete_coverage" target="_blank">Facebook</a>  scored a 64 on a user satisfaction scale of zero to 100, according to  the 2010 American Customer Satisfaction Index (ACSI). A rating of 64  might not sound so bad, until you consider that sites for filing tax  forms electronically to the IRS scored better. The ACSI report measured 30 online companies. Facebook and MySpace,  which came in just below its rival with a rating of 63, were the two  lowest-scoring sites out of all of them. The report noted that both  sites showed "abysmal performance." The big winner in the social media Web site category was Wikipedia,  which had a satisfaction rating of 77. YouTube came in second with a 73.  This is the first year that ACSI rated social media sites. "Facebook is <a href="http://www.computerworld.com/s/article/9171358/Facebook_hits_milestone_tops_Google_for_a_week" target="_blank">a  phenomenal success</a> , so we were not expecting to see it score so  poorly with consumers," said Larry Freed, president and CEO of ForeSee  Results, which partnered with ACSI, LLC. on the e-business survey. "At the same time, our research shows that privacy concerns, frequent  changes to the Web site, and commercialization and advertising  adversely affect the consumer experience," Freed said. "Compare that to Wikipedia, which is a non-profit that has had the  same user interface for years, and it's clear that while innovation is  critical, sometimes consumers prefer evolution to revolution," he said. When asked what they didn't like about Facebook, users reported <a href="http://blogs.computerworld.com/16348/advocacy_groups_ask_facebook_for_more_privacy_changes" target="_blank">privacy  concerns</a> , advertising, interface changes, navigation problems and  constant notifications about "annoying" applications. "There is no shortage of complaints about Facebook," the report  noted. <a href="http://www.computerworld.com/s/article/9157658/Twitter_update_News_blogs_opinions_and_more_about_the_microblogging_service" target="_blank">Twitter</a>  , the highly popular microblogging site was not rated because so many  users access the site through a third-party application and not directly  through Twitter.com, the report noted. Dan Olds, an analyst for The Gabriel Consulting Group, said this is  tough news for Facebook, which has been dealing with users <a href="http://www.computerworld.com/s/article/9178993/Facebook_slapped_with_class_action_privacy_lawsuit" target="_blank">frustrated  over the site's privacy policies</a> and controls. However, the results also seem to fly in the face of the fact that  Facebook is expecting to grab its 500 millionth user this week, making  it the most popular social networking site in the world. "Facebook is the dominant social network," Olds said. "The site  definitely has been hurt by the turmoil surrounding their privacy  policies but there really isn't a strong alternative right now. So even  though their customer satisfaction scores suck, users are going to  continue to flock there because Facebook is where their friends are."Also, with <a href="http://www.computerworld.com/s/article/9136345/Google_Update" target="_blank">Google</a>  said to be to developing a social networking service, <a href="http://www.computerworld.com/s/article/9178639/Web_abuzz_on_talk_of_Google_Facebook_killer" target="_blank">rumored  to be called Google Me</a> , which would take on Facebook and grab  chunks of its disgruntled users -- and a hefty piece of its revenue --  signs of Facebook user dissatisfaction could be good news for it. "Some will definitely see these ratings as an opportunity to come up  with something better that could unseat Facebook," Olds said. "But this  wouldn't be an easy task. It's would take a lot of effort and a serious  sum of money, plus some inspired marketing too." And in the portals and <a href="http://www.computerworld.com/s/topic/212/Internet+Search" target="_blank">search  engine</a> category, the ACSI report noted that while Google remained  strong with a rating of 80, the company has slipped 6 points from last  year. This year's rating is the lowest since 2002, when Google was first  indexed, according to ACSI. The good news for Google is that it still edged out its main search  rival, <a href="http://www.computerworld.com/s/article/9177559/Bing_gives_Microsoft_search_credibility_and_pushes_Google" target="_blank">Microsoft's  Bing</a> , which had a rating of 77. <a href="http://www.computerworld.com/s/article/9156378/Yahoo_update" target="_blank">Yahoo</a>  , which is in second place in the search market, had a rating of 76. "Google may be suffering from trying to be too many things to too  many people," the report noted. "In fact, when asked what they like  least about Google, survey respondents commonly mentioned issues like  advertising, overwhelming search results, privacy concerns, and too many  special features (like maps and shopping.)" Olds said it's interesting that Google barely edged out Bing in the  satisfaction survey, even though it totally dominates Bing in the search  market. "It's interesting that all of the search engines and portals have  satisfaction scores that are fairly close together," he added. "It shows that customers either don't see a lot of difference between  them or they are firmly committed to whatever they use and don't want  to change," Old said. "Google still has way more users, but it looks  like the folks who are using other search engines are pretty happy with  their choices." The ACSI report noted that Google has the most loyal following with  80% of its users citing it as their primary search engine. The American Customer Satisfaction Index is a national indicator of  customer satisfaction with products and services. About 70,000 people  are surveyed every year to measure their satisfaction with 225 companies  in 45 industries. The Index was founded at the University of Michigan's  Ross School of Business.<a href="http://www.itnews.com/internet/20198/facebook-user-satisfaction-abysmal" target="_blank">http://www.itnews.com/internet/20198/facebook-user-satisfaction-abysmal</a></blockquote>

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